MB-280: Validate your Dynamics 365 customer experience analyst skills

MB-280: Validate Your Dynamics 365 Customer Experience Analyst Skills

Course Description

Demonstrate your expertise in leveraging Dynamics 365 Customer Insights and related tools to drive impactful customer experiences with MB-280: Validate Your Dynamics 365 Customer Experience Analyst Skills. This course is designed to prepare analysts, consultants, and customer experience professionals to effectively validate their skills in data unification, customer segmentation, and actionable insights that fuel personalized engagement strategies.

Gain a thorough understanding of how to analyze and interpret customer data, configure unified customer profiles, and activate insights across marketing, sales, and service channels. This course also aligns closely with certification requirements, helping participants showcase their proficiency in the Dynamics 365 customer experience ecosystem.

Audience Profile

This course is ideal for:

• Customer experience analysts and data professionals validating their Dynamics 365 skills

• Business analysts and consultants specializing in customer insights and data-driven marketing

• CRM managers and functional consultants involved in designing and implementing customer engagement strategies

• Individuals preparing for Microsoft certification exams related to Dynamics 365 Customer Insights

A solid foundational knowledge of Dynamics 365 Customer Insights and customer data management is recommended.

Course Outline

Module 1: Fundamentals of Dynamics 365 Customer Experience Analysis

• Understanding the customer experience analyst role

• Overview of Dynamics 365 Customer Insights and data platform fundamentals

• Key capabilities and business impact of customer experience analytics

Module 2: Data Integration and Customer Profile Validation

• Techniques for ingesting and unifying customer data sources

• Validating identity resolution and data quality in unified profiles

• Troubleshooting data mapping and transformation challenges

Module 3: Customer Segmentation and Behavioral Analysis

• Creating and validating customer segments using dynamic filters

• Applying AI-driven insights for customer behavior analysis

• Measuring segment effectiveness and refining targeting strategies

Module 4: Insight Activation and Cross-Channel Engagement

• Validating data activation within Dynamics 365 Marketing, Sales, and Service

• Orchestrating customer journeys based on analytic insights

• Exporting insights to external platforms for multichannel campaigns

Module 5: Compliance, Security, and Governance Validation

• Ensuring data privacy and regulatory compliance

• Validating role-based access controls and security policies

• Best practices for data governance and platform maintenance

Module 6: Preparing for Certification and Skill Demonstration

• Review of exam objectives and skill validation criteria

• Practical scenarios and case studies to demonstrate expertise

• Tips and resources for successful certification achievement

Hands-on Experience

This course features 40% to 50% hands-on activities, providing opportunities to practice validating data, configuring customer segments, activating insights, and troubleshooting within a real Dynamics 365 Customer Insights environment.